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Jobs at Cowan Insurance Group

Customer Service Representative

Location: Ottawa, Ontario, Canada

Department: Infocentre

Type: Full Time

Min. Experience: Mid Level

Job Summary:      

The Customer Service Representative is responsible for providing high quality customer service by professionally answering all incoming telephone calls and emails from plan members and service providers. Using several different inquiry systems/databases, questions include but are not limited to:

Claims adjudication
Policy/benefit questions
Member eligibility
Monthly invoice questions
National and International clientele which could include multiple languages 

Responsibilities and Duties:

  • Updates job knowledge by studying new product descriptions; participating in educational opportunities
  • Ability to identify and escalate issues to supervisors
  • Document all call information according to standard operating procedures
  • Manage follow up where necessary
  • Use the company supplied ‘scripts’ when available
  • Job does not entail any sales work.

Qualifications:

  • Bilingual in both official languages, spoken and written;
  • Highly developed customer service skills;
  • Ability to learn quickly and adapt to several computer systems;
  • Ability to multi-task;
  • Proven problem-solving and decision making skills;
  • Ability to work as part of in a team as well as independently;
  • Ability to work under pressure;
  • Excellent organizational skills;
  • Medical/dental knowledge and experience would be an asset;
  • Ability to exercise patience in regards to challenging language barriers.

We invite interested candidates submit their resume in confidence to human.resources@cowangroup.ca. While we appreciate the interest of all applicants, we will contact only those selected for interviews.  If you are an applicant with disabilities and require accommodations, please let us know at the time of our contact so that we may arrange for their provision. 

We are an Equal Opportunity Employer. Employee candidates will be selected strictly on the basis of an individual's technical qualifications, knowledge and experience, as they relate to the requirements of a particular position. Selections will be made without regard to: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed (religion), sex, sexual orientation, handicaps (physical or mental), age, marital status, family status, or the receipt of public assistance or record of offences.

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